Pristine safe pool environment: Water pH, temperature, and surrounding areas are clean. Safety of all guests is a priority and always monitored.
Immaculate poolside setup: Loungers, umbrellas, and tables clean, aligned, and in excellent condition.
Towel excellence always: High-quality towels provided, fresh, and generously available.
Proactive guest welcome: Lounger setup and water offered within minutes of guest arrival.
Continuous area maintenance: waste removed and environment kept spotless at all times.
Discreet attentive presence: Available, observant, and present without intrusion.
Enhanced guest experience: Anticipate needs and offer thoughtful touches where appropriate, for example, offering a drinks menu, clean towel, or directions. Aim to create memorable experiences through storytelling.
Service coordination excellence: Ensure seamless connection with food & beverage service when available.
Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.
Eye contact: Maintain natural, confident eye contact to show presence and respect.
Smile and say “bom dia”: this is our meaningful warm interaction towards all.
Body language: Upright posture, calm movements, and composed, confident presence at all times.
Interaction/Engage with guests: identify golden nuggets and gather feedback.
Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"
Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”